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Collections and Customer Experience Manager

1 week ago

Benin City, Edo, Nigeria Lumos Nigeria Full time
Lumos Nigeria: Delivering Solar Power to Underserved Communities

We are a leading provider of clean and affordable solar power to millions of people living off the electricity grid. Our vision is to unlock opportunities in rural communities by providing access to reliable and sustainable energy.

We are seeking a skilled Collections and Customer Experience Manager to join our team in driving customer retention and repayment performance in assigned communities. The ideal candidate will have strong analytical and problem-solving skills to analyze customer data and develop effective collection strategies.

The successful candidate will be responsible for:
  • Analyzing customer data to identify trends and areas for improvement.
  • Developing and implementing data-driven collection strategies to improve customer repayments.
  • Collaborating with internal teams to ensure seamless customer service and timely resolutions of payment-related issues.

Key Performance Indicators (KPIs):
The following KPIs will be used to measure the success of this role:
  • Collection rate improvement in assigned communities.
  • Number of field interventions performed and success rate.
  • Customer retention and satisfaction scores.
  • Effective resolution of repayment issues and escalations.